Customer Success Associate

Genoa Healthcare - New York, NY (30+ days ago)3.6

Genoa Healthcare, LLC. is the leading pharmacy and telepsychiatry provider serving the behavioral health and addiction treatment communities for over 15 years. We are a rapidly growing and successful organization with a nation-wide network of pharmacies and providers. We are guided by our CARE Values. What we do is more than just provide medicine. We change lives for the better. And on the best of days, we help people get their lives back. We love what we do. It’s a privilege. It’s a challenge. It matters.

The Customer Success Associate is responsible for providing all support functions and assistance to the Customer Success Manager for Account Management


Major Duties & Responsibilities:
Assist the CSM—Account Management by proactively maintaining high client NPS through serving as the main point of contact for our clients. Activities include regular check-ins, coordinating clinical huddles, overseeing all post go-live activity, and other responsibilities determined necessary by Genoa Telepsychiatry’s Customer Success team
Assist the CSM—Account Management by providing as-needed technical, clinical, and administrative support to clients. Assistance is provided through phone, email, and remote screen-share tools, and may require working with Genoa Telepsychiatry’s Engineering and Product teams to resolve technical problems
Assist the VP, Telepsychiatry Operations with as-needed strategic projects
Work collaboratively with Genoa Telepsychiatry’s Customer Success and Product teams to continue building a scalable Account Management function

Educational or Skills Requirements:
Hold at least a Bachelors degree preferred (waived for exceptional candidates)
Client-facing experience preferred

Must possess the following personality traits:
Exceptional emotional intelligence and able to interact with both agreeable and upset clients in a calm, productive and friendly manner
Exceptional problem solving ability
Inclination towards ownership

Must possess the following skills:
Meticulous organization
Exceptional project management skill
Excellent verbal and written communication and presentation skill
Interest in the U.S. healthcare ecosystem
is required
Proficiency in modern office productivity software, cloud-based applications and CRM tools
Passions outside the office required
Driver’s license required for any rental car travel